Solidoodle

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This issue involves the original defective 3D printer but the replacement printer which failed due to manufacturing defect approximately 3 weeks after being received, Solidoodle was alerted to the problem immediately back on [redacted], in spite of repeated emails and phone calls they did not respond until I contacted the Revdex.com on [redacted].
I have still received no ETA or plan of action from Solidoodle, I was just told that they were out of those parts and they would be in at the beginning of October (it is now Oct [redacted]).
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted]:   This email is regarding complaint # [redacted]. Our customer [redacted] has been mailed his refund check, as of today June **, 2015. I have attached a scan of his refund check to this email. I have also contacted [redacted] to inform him that his refund check has...

been mailed out to him. Please let me know if you require any further information or documentation to resolve this complaint.    Best, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I'm aware that I shipped the printer to the wrong facility, and I'm not asking for a refund on the money that was wasted there. What I want is the roughly $400 for the printer, and the roughly $50 from the original shipping (more detailed information about the disputed amount is available in the original complaint).
The software which accompanied it was advertised as supporting [redacted] operating systems. It does not. Indeed, it still doesn't nearly a year later. I'm not even sure it's legal to advertise it in such a way which is at best obscuring reality, and at worst lying (see here: h[redacted] and here: [redacted]). Even with the software ran under Windows, it did not function. The hardware was all there, but the software was so lacking as to render it an expensive paper weight. Finally getting the device to "function" under 3rd party software, the power supply fried. Having addressed the incorrect repair-address on May [redacted], and requested a refund on the same date, I still have not received a refund. To repeat what I said in my original complaint, this horrific odyssey began around August of last year. Unpunctual doesn't even begin to describe the response time of Solidoodle. Six months to receive the printer after ordering. Am I really expected to wait another six for a refund?
The printer never worked for me, and was falsely advertised. All I want is the money I originally sunk into the printer back so I can continue with my life. You can keep all of the nonsense along the way. I just want the money I invested in my original order back.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

we still have not received the refund after having been promised one at least two times with actual payment dates via email.  On July [redacted] we were told payment would be received by July [redacted] and if not to contact them again.  We did and then in response we were told on July [redacted] that payment would be made within 3-5 business days.  Again, payment has not been received. They have a phone number that immediately goes to voicemail and no matter how many messages you leave, no one returns a phone call.  In a few weeks it will be 1 year that Solidoodle will have my money.  They continue to promise a refund but do not live up to their word.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi:   This email is regarding Revdex.com complaint # [redacted]. This customer was sent to exchanged printer, and is no longer covered under warranty. As we explained to this customer, in our ticket system, he is not entitled to a refund of any kind, as he was unable to provide any...

proof that he received a defective unit. We tired multiple times to get this customer a brand new printer, and will believe that the issues experienced can be attributed too user negligence, Please let us know if your require any further information.   Best, Daniel

Review: They promised to cancel the order and refund to me working in 10-15 days. But I have not received their refund and reply.

My Order ID: #[redacted].

The following is her reply to my e-mail content:

---------------------------------------

[redacted] (Solidoodle Customer Service)

May *, 5:34 PM

[redacted],

We have forwarded your cancellation request to our Accounting Department.

Your order will be canceled and we will issue a full refund. Please allow 10 - 15 business days for your account to be updated.

Thank you for your patience and understanding.

Kindest regards,

[redacted]Desired Settlement: I hope they can give me a refund, thanks for your help.

Business

Response:

Hi [redacted]: This email is regarding Revdex.com complaint # [redacted]. On May [redacted], 2015 [redacted]

[redacted] requested that his order be canceled and that he be refunded the entire amount paid for his order # [redacted]. At the time that this order was canceled, an email was sent to our accounting department to issue a full refund for the total amount paid for order # [redacted]. Unfortunately, there was a delay in issuing [redacted]'s refund. We deeply apologize for this delay. As of today, June [redacted], 2015 we have responded to a charge back initiated by [redacted] and his card holder with our payment processor [redacted]. We have accepted liability for the transaction via [redacted], and we are now awaiting [redacted] to issue a full refund to [redacted]. Please let us know if you require any further information or documentation to get this complaint resolved. Best, Daniel

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]Hello, I have not been for a response, so my problem is not resolved, I hope your company can help urging other refund, thank you for your assistance.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

You are sure to properly investigate fraud in this company, in their [redacted] victims from various countriesAlso being cheated like me do not get back their money, which is an international fraud, they can rely on you justice, thank you for them. [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

This email is regarding Revdex.com complaint # [redacted]. This customer initiated a charge back, the charge back has been resolved and closed. [redacted] states that it may take up to 30 days, depending on the card holder, for the customer to see the refund reflected back into their account. There is no more action that we can take to resolve this complaint. Best, Daniel

Review: I paid for an item on 9/**/14 with an expected delivery date of approximately 6-8 weeks but to date I have not received it. After contacting I get the same reply every time that is irrelevant and out dated.Desired Settlement: I would like to have my paid for product recived before 1/**/15 and a refund on shipping cost approximately $78

Business

Response:

The customer was delivered their printer and returned it after experiencing issues with it. It was deemed defective and we will be issuing a full refund.

Review: We bought the Solidoodle 3rd generation about 2 months ago and have had nothing but problems with it. We needed a new part that we ordered on 11/**/2013, on their website it explains that if the item is not in stock it may take 6 to 10 business days. If the item is listed in stock it will take 3 to 5 business days. The item we ordered was listed in stock. It has been over 10 days and we have only heard from them one time stating "it will be shipped next week" well, that was last week and the status on the item on their website says "ok to ship" This is unacceptable as we use this printer to run a business and we have been out of commission for almost a month! This is the busy season and we need our part to fulfill our orders as well.Desired Settlement: I would hope that Solidoodle would be a better business and ship out parts as needed in a timely manner! They don't even put their phone number on the website.

Business

Response:

Dear [redacted],

The intention of this email is to serve as a response to the customer complaint filed by [redacted] on 11/*/2013. Our records indicate that customer, [redacted] Bradford, purchased a Hot End on 11/**/2013.

[redacted] first spoke to our company of their concern on 11/**/13 through email. As a result, the order was shipped on 11/**/2013, with an extra set of Extruder Acrylics as compensation for the delay in the shipment to [redacted] Bradford.

Since that time, [redacted] has made minimal contact with us and has not indicated the need for any additional assistance. From the very beginning, we have stated our terms and conditions, available on our website, and will do everything possible to assist [redacted] with her experience with our company.

We at Solidoodle take our customer assistance and support very seriously. We look forward to closing this matter and would ask you to reach out if you require additional information on this case.

Review: On December [redacted] of 2014 I ordered a Solidoodle Press. After waiting 4 months for the printer to arrive, I had terrible 3D prints for another 4 months, they finally allowed me to send the printer back where they repaired it and sent it back. Without the proper packaging. It was severely damaged in shipping and I had to send it back which, to their credit, they replaced with a new one quickly.

I got about 3 weeks of great printing and was satisfied before a wire on the bed heater burned itself up and I can now print nothing.

Over the next 4 weeks I emailed them repeatedly with photos and called them, making no less than 6 attempts at contacting them. They have not answered anything in any way (yes I checked my spam folders as well). They have made no attempt to contact me at all.

It has been 10 months since ordering this 3D printer, 6 since it arrived, 3.5 kg of ABS plastic, and I only have 3 weeks worth of usable prints out of it.Desired Settlement: I would like the printer repaired if possible (I can send it back for a 3rd time if necessary or replace the heated pad myself if the parts are sent to me).

Or I would accept a full refund of the printer's original price and shipping of $689.65

Consumer

Response:

At this time, I have been contacted directly by Solidoodle regarding complaint ID [redacted], however my complaint has NOT been resolved because:

Solidoodle emailed me finally acknowledging my emails, they identifyed the problem and said that they were currently out of stock for the parts and that they would be back in stock Oct [redacted]. After the [redacted] I emailed them to confirm that the part was in and they were sending it, once again I received no response and have not received any parts.

Sincerely,

Business

Response:

This email is regarding Revdex.com complaint #[redacted]. It has been hard to answer our customers in a timely manner as we are short staffed and experiencing a higher than normal volume of calls and emails.This customer received a working printer which they used for the duration of their warranty, so they are not entitled to a refund or exchange. However, they did contact us about a wire in the printer that was damaged that we currently do not have in stock. We are expecting to have this part back in stock in the next two weeks, and we will ship this customer the part that they need as soon as that shipment arrives. We apologize for the inconvenience. Please let us know if your require any further information. Best, Daniel

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This issue involves the original defective 3D printer but the replacement printer which failed due to manufacturing defect approximately 3 weeks after being received, Solidoodle was alerted to the problem immediately back on [redacted], in spite of repeated emails and phone calls they did not respond until I contacted the Revdex.com on [redacted].I have still received no ETA or plan of action from Solidoodle, I was just told that they were out of those parts and they would be in at the beginning of October (it is now Oct [redacted]).

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered a product from this company in August, for delivery in September. The product was delayed multiple times and finally arrived on 1/**/2015.

The product was non-functional out of the box.

I've spent many hours over the last two months trying to troubleshoot the issue by myself using documentation from the internet, as well as trying to contact the company no fewer than 12 times.

Of my 12 contact attempts, only two were successful, and those replies were weeks after my inquiry.

None of the attempts or contacts resolved the issue.

I've attempted to reach out for a repair and a replacement. Neither has been successful.Desired Settlement: My first preference is a replacement of the product with a brand new unit. If this is not possible, I would like a refund of my purchase price.

Business

Response:

The customer has returned the printer and we will exchange it for a brand new unit.

Consumer

Response:

The business has finally been communicative on a regular basis and has agreed to provide a replacement. I have returned the item, and they have received it.I have not yet received the replacement.Thank you very very much for your involvement, I am truly grateful!

Sincerely,

Business

Response:

The customer was shipped their replacement printer on Friday, April [redacted] and they received it on Monday, April [redacted], two days before this complaint letter (April [redacted]) was issued.

Consumer

Response:

Yet again, thank you for your help. As soon as I closed my prior complaint, the business again stopped communicating until I told them I'd be reopening my complaint. I'm grateful for your and Team's involvement!

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I am filing this complaint on behalf of Pelham High School in Pelham, NH. We purchased this 3D printer in November of 2014 for $999. It has never worked. According to the Solidoodle website, if the device was purchased prior to 3/[redacted]2015, it would need a new extruder. I have tried to order the part but it has never been in stock. I have also tried to contact the company a multitude of times, via telephone (I've left messages) and via the contact submission form on the website. I have not received a response. Meanwhile, this school district has spent $999 on a nonfunctional device.Desired Settlement: We simply would like our money back so that we can buy a 3D printer that functions.

Consumer

Response:

At this time, I have been contacted directly by Solidoodle regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[I received a response from Solidoodle. Here is the text of the email. [redacted]

[redacted] My school district will not cut a check to this business given the uncertain situation and I am personally uncomfortable with this procedure as well. We have communicated this to Solidoodle and have asked for an alternative method by which payment can be accepted. It is unreasonable to accept ONLY checks as payment, especially given their lack of responsiveness to date.]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Received new Solidoodle 3D printer in non-working condition. I have filed several help tickets regarding the issue with my Solidoodle online account, and have not yet received a RMA. I have been contacted by Solidoodle via e-mail regarding my concerns, but they keep having asking for more time to issue the RMA due to a back log of tickets. Please see the below responses from Solidoodle:

Hello,

I need this resolved ASAP… I have been waiting months. I need an exact date of when this will be resolved.

From: Solidoodle Customer Service [[redacted]Desired Settlement: Exchange Solidoodle printer for a working model, or receive refund.

Consumer

Response:

At this time, I have not been contacted by Solidoodle regarding complaint ID [redacted].Sincerely,[redacted]

Review: Returned defective 3D printer, was promised repeatedly FULL REFUND have not received refundDesired Settlement: FULL REFUND

Business

Response:

We have issued a full refund today.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]As of 5/**/2015 12:36 PM EST I have not received a refund.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

A full refund was issued on Wednesday, May [redacted]. We have responded to the customer and provided proof of the refund being issued.

Review: During the last few days of July 2014, I decided to finally purchase a 3D printer. It never arrived because the company I purchased it from (Solidoodle) didn't put my apartment number on the shipping label. I'm a disabled veteran, and was feeling a lot of pain that day, so I would have had extreme difficulty transporting it on a bus or train. I had to take a taxi to the [redacted] location where I could pick it up (an area that is more commercial/industrial, where I couldn't get a taxi to return home). I had to walk 2 miles to find a taxi, dragging my travel cart and printer behind me.

When I finally got it home, I noticed some screws were very loose, some parts were broken, and at least one part was missing. I figured I could temporarily fix the pulley mount with some hot glue and print a much better one. Later I noticed other issues including scratches on it, leading me to believe it may have been used for testing purposes before they “got rid of it” by packaging and selling it.

I wanted to look at pictures of it on their website because it seemed like mine was just slapped together. To my great surprise, I found it had been discontinued in favor of some much better models. Not only did nobody contact me to let me know mine would be discontinued a week after I purchased it (a Solidoodle 2), but I see that the Solidoodle3 was also gone in favor of a newer one that's currently being offered for what I had just paid a week before.

Talking back an forth with their customer service team proved totally unproductive. At one point, I'd managed to negotiate a deal whereby they would offer me one of the new models for the same price I paid for the one they'd just discontinued, but they wouldn't have any of the new ones available for 6 to 8 weeks. I agreed, but when I said I'd like to keep the one I repaired until the new ones are available, they rescinded their offer. Later, another customer service representative said the offer was still on the table, and I even suggested a couple of other possible resolutions, but they were rejected. I got the impression that the [redacted] may not be aware of some of some of the practices of his customer service team, and wanted to let him know exactly what my concerns were. Since I'd learned that he went to college in at a major University in my home-town, I thought I should make him aware of the situation. The [redacted] told me the [redacted] would not speak with customers. That just doesn't sound like anyone who's attended the University he claims to have attended in my home-town, but I can't work out problems if I'm barred from talking to the people who can help.

I ultimately sent the printer back for a full refund, but there was no mention of how to deal with my expenditures of the round trip taxi costs (due in large part to their mislabeling of the shipping label), my repair of the printer, or my frustration with having been sent a used printer that had parts broken and even missing. Nor does it address the fact that they sold me a printer they knew they were going to discontinue a week later.

I understand that, with the new products having just been released, there was probably a huge push for getting out new orders, but I don't think the way my order was handled is reminiscent of how any reputable company would treat people who send them a big chuck of their disability check (or any other income, for that matter). In e-mail messages back and forth I revealed to them that I am a disabled veteran, but they didn't seem to care at all.Desired Settlement: I wish to be compensated with some good working products for the issues outlined in the description of my problem.

Business

Response:

In regards, to complain ID [redacted], Solidoodle did make a mistake in not including the apartment number on the shipping label. Instead of contacting us so we could assist him with the delivery, [redacted] chose to go to [redacted] to pick up his package. We may have been able to work with [redacted] to correct the shipping address to include the apartment number. Alternatively, [redacted] could have contacted them using the information they leave on their InfoNotice to reschedule the delivery date to his home and alert them to the missing apartment number. We are sorry for the inconvenience, however, it was [redacted]’s choice to pick up his package.After some back and forth with several members of my support team regarding this issue, I wrote the following to [redacted] on August [redacted],[redacted] is not available to speak with customers. I am Solidoodle's [redacted] and my team has informed me of your situation. My goal is to help reach a resolution you can be satisfied with.We have the following options which I respectfully ask you to choose from:Return your 2 Base model for repair.Return your 2 Base model and we will exchange it for a 4th Generation model.Return your 2 Base model and have the price applied towards a Workbench model which will ship in approximately 6 - 8 weeks. We will calculate the difference you would owe for the upgrade to the Workbench.In any of the above options, we would send you a prepaid shipping label to send your 2 base back to us. Unfortunately, we do not have a retail area for customers to visit. Our facility is a manufacturing environment and due to insurance reasons we cannot have customers visit to pick up or drop off items.We cannot offer an option that provides you parts for you to assemble a Workbench on your own.Please let me know which option 1, 2 or 3 you would like to proceed with.END OF EMAIL---------------------------------------------------------[redacted] ultimately chose to return his order and we issued a full refund of $557.45 on August **, 2014.[redacted] stated his desired settlement is “I wish to be compensated with some good working products for the issues outlined in the description of my problem”. We cannot offer [redacted] any free products. As he has returned the products he purchased and we have provided a full refund for the products we consider the matter closed.Please feel free to contact me directly with any further questions regarding this complaint. Our internal support ticket number for [redacted]’s issue is [redacted].

Review: We could never get a good part out. We returned they shipped another printer. We could not get a new part out. They agreed to reimburse us in 10 to 15 days back on 9/*/2015. It's 10/**/2015 and no reimbursement! This is not acceptable. They stole our money!!!!Desired Settlement: Agreed upon refund of the workbench printer.

Consumer

Response:

At this time, I have not been contacted by Solidoodle regarding complaint ID [redacted].Sincerely,[redacted]

Business

Response:

> Hi:> > This email is regarding Revdex.com complaint #[redacted]. This customer received a defective printer, and requested an exchange. We were unable to ship the exchange printer in a timely manner, so the customer requested to cancel the order and receive a refund. We were going to issues a refund, but had not yet done so. We are expecting to issue this customer a refund within the next 2-3 weeks. We apologize for the inconvenience this has caused. Please let us know if you require any further information.> > Best,> Daniel

Review: Our school district ordered Solidoodle Workbench, filament for the press and a 1 year protection plan in the amount of $1,528.25 on 04/**/2015. We have yet to receive this product. I contacted them through the support email because is you call, doesn't matter what time of day, you get sent to the answering machine. This the response that I have received from them in regards to the order.

Francisco (Solidoodle Customer Service)

Aug **, 10:26 AM

Thank you for you order and for reaching out to us. We apologize for the delay in updating you on your order status, we are currently experiencing a higher than normal volume of calls and emails. At this time, we are currently awaiting a shipment of parts needed to continue production on our Workbench models. Our supplier has experienced an unexpected delay that is now affecting our production. We are expecting to receive this shipment in 2 weeks, and we estimate to be 2-3 weeks out from fulfillment. I can assure you that we are doing the best we can to get this shipment in as soon as possible to continue production. We apologize for the delay and would like to offer you a free roll of filament. Please view our available colors and let us know which you would like so we can add it to your order. We apologize for the inconvenience, and thank you for your patience and understanding.

Best regards,

Francisco

It has been way over two weeks and still no printer.Desired Settlement: As a school district who is on a limited budget, we would like a full refund for what we have not received in the amount of $1528.25. Thank you!

Business

Response:

Hi: This email is regarding Revdex.com complaint #[redacted]. This customer had canceled their order and requested a refund. We were going to issue a refund, but had not yet done so. We are expecting to issue a full refund to this customer in the next 2-3 weeks. We apologize for any inconvenience this may cause. Please let us know if you require any further information. Best, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Per their email [redacted]

We should have received this 11/**/15. Per the response that they gave you on 11/**, now they are saying an additional 2-3 weeks to get our money?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased a 3D printer and two orders of filament from this company on October **, 2014 with an expected ship date of 6-8 weeks. The printer was delayed and did not arrive until March **, 2015. When it arrived I tested the product and found it to be defective. I contacted the company via email and with the help of a technical support agent we diagnosed that one of the motors was defective. I decided it would be best to return the printer and requested an RMA. The RMA was issued and the printer was returned back to Solidoodle on April *, 2015. I have been in contact with this company on an almost weekly basis attempting to expedite this return, but have not seen any effort on their side to return my money. The filament was never even shipped to me, but that still has not been refunded either. The printer was $499 and the two filaments came to $86. I was also charged a shipping fee of $67.15. It has now been 12 weeks since my defective printer was returned to this company. I have purchase documents and email chains that I can provide upon request.Desired Settlement: I would like a full refund immediately. 12 weeks is absolutely unacceptable for a defective item return.

Business

Response:

This email is regarding complaint # [redacted]. We are expecting to issue this refund by the end of this week, or the beginning of next week. We were hoping to issue this refund this past Friday 7/**, how we were informed by our payment processor that we had to wait 3-5 business days to issue refunds. Once we are given the go-ahead from our payment processor, we will issue this refund. Best, D[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The refund has not been issued. I will not be satisfied with any response other than a full refund of the defective product. When I receive the full refund I will acknowledge the issue has been resolved.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

This email is regarding complaint #[redacted]. We have issued a refund for the amount of $652.15 to [redacted] as of July **, 2015. Please let us know if you require any further information to get this complaint resolved. Best, Daniel

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I have received my refund in full.

Sincerely,

lead time extended 2 months for 4 to 10 days. Was given no email supporting lead time issues. Discovered there was an lead time issue through ** not an email stating Such. False delivery schedule.the proof is on **.

Review: We placed an order with the company 2 weeks ago, they claim to ship within 3 to 5 business days, we have wrote them several emails and used social media networks to try and reach them and they have not responded. They have already charged our bank account but we dont have the product!Desired Settlement: Delivery of Order! We have lost money because we also have orders to fulfill.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I ordered a new 3D printer, the "Press", from Solidoodle during their launch event for the new model. After being delivered more than 3 months late, I found that the unit was unusable -- it was tearing itself apart every time I attempted to use it. For the first week, my email support requests were replied to, but then, partway through the troubleshooting process, the Support department stopped replying entirely. After two weeks of sending daily requests for *some* sort of reply, I lost patience and sent in a request for an RMA and refund. This was 1 week before the 30-day warranty period ran out. It has now been more than two months since I sent that request, and I have still never received a reply to my outstanding Tech Support issues, *or* to my request for a refund.

Judging by the outcry in the online user forums, I am far from the only customer to have been ignored this way.Desired Settlement: I want my money back.

Business

Response:

We have sent the customer a Return Merchandise Authorization form and have promised a refund once the Press printer is returned.